How to Measure Customer Satisfaction?

Introduction

👉 Do you want to Evaluate and Calculate your Brand Loyalty? 

👉 Do you want to know whether your Customers are Dissatisfied or Satisfied with you? 

👉 Do you want to determine your Promoters and Detractors? 

👉 Do you want to build a Team of Unpaid Promoters? 

All this is Very Simple! 

All you need to do is, bring a little change in your feedback form to evaluate whether your customers are also your potential unpaid business developers. 

Are they your potential promoters? 

Are they positive, neutral, or negative about you? 

You can determine this by taking feedback from the customers on a scale of 0-10. 

How to your customers Rate Your ?

👉 People who rate you between 0 and 6 are detractors 

These are those people who are not at all happy with your company, goods or services They will post negative things about you on social media. they will write various negative things about you in your customer feedback forms These people well never recommend you to anyone They wall never allow they family and friends to go to you In they personal, professional, and social life they will make sure that nobody goes to you. 

👉 People who rate you between 7 and 8 are neutrals 

 if someone goes to these people and ask about they experience with your company goods or services they will say ft was ok of It was fine These people will neither promote you nor defame you They will not allow you to put their reputation on stake to be used to favor your brand. 

👉 People who rate you between 7 and 8 are your unpaid promoters 

Whenever somebody asks them anything about your industry they will recommend you strongly These are those people who will always try your new products and services Whenever any of your new products come to the market, they will buy it It is very likely that they can buy your products even at higher prices. 

| Know | 

For any organization, it is important to 

calculate its Net Promoter Score (NPS) 

How to Calculate NPS?

Suppose, If out of 100 people, 40 people give you a rating between 0-6, 10 people have given you 7 and 8 rating, and 50 people have given you a rating between 9 to 10, then your NPS will be: 

NPS = Promoters (P) - Detractors (D) {+/Neutrats (N)) = §0 - 40 (+/10) 

As neutrais will have no effect on your NPS score, SO: 

NPS = 50 - 40 = 10% 

So, your NPS is 10%, it means that out of 100, 10 people will promote you. 

Your NPS should be higher and positive. 

NPS will help you to calculate your current customer satisfaction level, brand loyalty level, and brand loyalty measurement index. This figure will help you to strategize your future plans. 

Measure your detractors and make a note of the complaints. 

According to the new management strategy, complaint is a gift. So, catch it because it will help you to strategize the near future. 

Neutrals will always remain neutrals. Try to engage promoters strategically and use them for your Brand Promotion. 

 

CAUTION❗

You should listen to your detractors and solve their complaints otherwise they will keep on speaking negative about you.